Overview

To grow in today’s saturated market, brands need to deliver exceptional experience that caters to customers’ wants and needs, while delivering products and services in the right channel at the right time. With advancements in digital transformation, businesses can no longer operate transactional relationships: rather, to develop loyalty, they need to rely on more complex interactions between humans, devices, and data. The growing role of CX executives is changing: once contributing to transformation, they must now lead the effort, use the insights gathered by customers to identify new business opportunities, create unique experiences to gain market share, and grow revenue.

The Argyle Customer Experience Forum will dig into the approaches needed to improve experiences and help leaders identify which tools, processes, and data can create a frictionless customer journey. Emphasis will be placed on consumer interaction, creating unified experiences, data strategy, and organizational leadership.

In collaboration with our Argyle Influencers Customer Experience Advisory Board, we have designed an agenda that will touch on:

• The importance of understanding and mapping the customer journey • How to successfully implement machine learning and artificial intelligence technologies • How consumer data can inform CX strategy • Best practices for aligning CX and other internal stakeholders, such as IT or marketing • How to measure the impact of the customer experience on business outcomes

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Keynote Presentation: "Co-Creating with Clients and Advisors: Building Relationships With End-Users to Ensure Satisfaction and Loyalty"

Hear from Vivek Bedi, Head of Consumer Experience Digital Products, as he explains how he works with clients and advisors at Northwestern Mutual, listens to feedback for building client needs and assists advisors.

Experiences represent a moment in time. Loyalty is enduring. Loyalty is also voluntary. Organizations that recognize the power of loyal customers see customer service as a strategic asset, not a cost center. Building an enduring fanbase requires enabling an effortless, connected, and proactive mindset across your customer service value chain.

Nitin BadjatiaSenior Director, Product StrategyServiceNow

10:10am - 10:35am

Networking Break

10:35am - 10:55am

Thought Leadership Spotlight: "What Are Your Filthiest CX Habits? And How Can You Break Them?"

Shelly ChandlerVice President, CX ConsultingConfirmit

10:55am - 11:40am

Panel Discussion: "Maximizing the Customer Experience Through Data"

Session topics include, but are not limited to:

Best practices when building a data-driven customer care team

How teams are creating new data expert roles within the team to manage call resolution, customer satisfaction, and customer retention data

What executives should keep in mind when they are creating an organizational infrastructure that sets in place a process to analyze and translate the data into insights

Thought Leadership Spotlight: "Thinking Outside the Bot: How MoviePass Transformed its Customer Service by Doubling Down on Automation"

MoviePass is the fastest growing subscription service, ever. Growing faster than Netflix or Spotify, the MoviePass subscriber base ballooned from 20,000 to three million subscribers last spring. Unsurprisingly, the customer service team experienced a massive increase in ticket volume alongside this growth. Join this session to find out how the MoviePass team boldly tackled this challenge by betting on automation, bots and AI to enhance their agents’ productivity and ultimately increase their CSAT score.

Abinash TripathyFounder and Chief Strategy OfficerHelpshift

12:25pm - 1:10pm

Panel Discussion: "Leveraging Self-Service to Connect with the Customer"

Session topics include, but are not limited to:

Where to start? Creating your self-service vision, strategy & plan.

What role does technology play in successful self-service? Which technologies can you use to increase relevance and reduce effort for customers

Best practices for creating effortless and robust self-service experiences for your customers

Join us for an interactive discussion on best practices for building a 360-degree view of the customer at each stage of their journey. Attendees will learn how to identify tactics for transforming every customer interaction point across marketing, sales, service and retention to ultimately improve the customer experience, while meeting core metrics important to their business. Attendees will also learn how Fedcap Rehabilitation Services, a Manhattan based not-for-profit organization, is leveraging CRM as the backbone of this customer-centric strategy.

Lyell RitchieVice President of Strategic Business DevelopmentThe Fedcap Group

And

Scott ZelinskiManaging DirectorHuron Consulting Group

2:55pm - 3:30pm

Fireside Chat: "Breaking the Glass Ceiling: Women's Role in the C-Suite"

Hear from female CX executives on their experience in the C-Suite and what the barriers are for women seeking to break the glass ceiling.

Advisory Board

We are proud to share with you the following Argyle Industry
Influencers. Their
contributions to Argyle help keep the programs we offer our membership current and relevant, so we can
continue delivering you premiere experiences, content development, and membership engagement.

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How does your HR department utilize its big data to support your organization and employees? Check out Forbes article that showcases 10 strategies HR can use to get the most out of data.
#ArgyleHR #HR #BigData

As technologies continue to allow for more access, marketers must always be adapting and growing to stay ahead. Check out these digital technology tips from Broadcast’s CMO, Chris Schreiber, on how to get control of the customer journey.
#ArgyleCMO #CMO #CustomerJourney